Service Management Consultant and Agile Coach
A regular public speaker in the service management industry, Hannah started her career as a Service Management Consultant and followed her passion to become a thought leader specializing in knowledge management. She currently works as an Agile Coach at TOPdesk UK, driving organizational change on both a process and cultural level.
August 3, 2023
4 knowledge management best practices for a more efficient IT service desk
Stop reinventing the wheel with every incident: using knowledge management best practices can cut your resolution times by 20%.
April 21, 2022
Self-service – some common questions answered
Self-service is a hot topic. And no wonder: it has great benefits for IT service desks. But will self-service take away work from the IT team? What kind of work does self-service create? And how does self-service affect IT professionals’ job satisfaction and customer experience? Let’s find out.
April 9, 2020
Defining and mapping customer journey touch points
Want to know the secret to improving your customer experience? Find out how customer journey mapping and customer journey touch points can help you.
March 26, 2019
Overcoming Knowledge Management Challenges
If you’re looking at better knowledge sharing in your organisation, one of the biggest knowledge management challenges is preparing your service desk for the change in operations. Discover how you can overcome them.
August 15, 2018
Rethinking the ITSM Service Design Process
ITSM is always changing. We’re constantly developing new technologies in a bid to make businesses run more efficiently. While that’s all well and good, we seem to have forgotten why we invest in these advances: to benefit people.
July 26, 2018
5 ideas for a better Problem Management process (step-by-step)
In this blog, I’ll go through some nifty ideas for everything from problem detection to logging your problems. It will be step-by-step based, so for some more over-arching best practices to keep in mind while implementing better Problem Management you can read my other Problem Management blog.
June 7, 2018
Why Experience Level Agreements (XLAs) matter for your Service Delivery
It makes sense, right? Why XLAs matter for your service delivery? If our only performance metric is how many tickets we solve within what time, or how many knowledge items we create – is anyone actually assessing the quality of what we produce?
March 22, 2018
The changing roles and responsibilities of the Knowledge Manager
Is the Knowledge Manager the one doing most of the writing, editing and publishing? This happens quite a lot, it’s not optimal, and this is what to do about it.
September 19, 2017
4 questions for starting a Change Management process
Change Management is still arguably the ITIL-process that causes most people on a project the most problems. But these problems can easily be avoided!
September 12, 2017
Making your IT Service Level Agreements more flexible
SLAs are great for reporting to management but too much focus on that may risk long term damage to your organisation. The solution? A shift towards XLAs.
August 24, 2017
5 checklist items for Best Practice Change Management
Ensure change management happens smoothly in your organisation with these tips for things that should be on your change management checklist.
June 27, 2017
4 steps to a Customer-focused Service Desk culture
See how to make your Service team more customer focused by taking four quick steps towards a more customer focused culture.
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August 17, 2023
Is your IT team in need of a mindset shift? 3 signs it’s time for a change
If you’re clinging to an outdated way of working, the first thing that needs to change is your mindset. Here are a few signs your IT team needs a mindset shift.
June 2, 2022
What is shadow IT? Answers to 5 frequently asked questions
What is shadow IT? Read the answers to 5 frequently asked questions about shadow IT and find out how to manage shadow IT in your organization.